Gokul Sivakumar
2007 Pinepoint Rd NE, Calgary,AB,
Summary
Enthusiastic professional with a foundational understanding of Salesforce technologies, administration, and development. Eager to transition into a Salesforce role and apply my foundational knowledge to contribute to various aspects of the platform, fostering efficiency and success within the team. Possessing Salesforce Certified Platform Developer I and Salesforce Certified Administrator credentials, along with proficiency in programming languages, database management, and integration. Seeking an opportunity to bring my skills and passion for Salesforce to a dynamic role as a Salesforce Administrator/Developer, where I can further develop my capabilities, contribute to innovative solutions, and enhance organizational efficiency.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Care Supervisor
Urban Barn
11.2023 - Current
- Generated detailed reports outlining employee case activities in Salesforce, enhancing data-driven decision-making
- Orchestrated mass deletion of spam or junk cases, refining case management processes for increased efficiency
- Developed and curated reports and dashboards showcasing monthly, quarterly, and yearly performance metrics
- Provided hands-on support to employees by troubleshooting Salesforce issues, including password resets and email changes
- Spearheaded the creation and implementation of email templates within the Salesforce
- Lightning platform for optimized communication
- Monitored and managed cases in Service Cloud queues, assigning tasks to streamline workflow efficiency
- Verified customer approval statuses, contributing to improved customer relationship management
- Conducted routine audits using the Salesforce Audit Trail, ensuring data integrity standards
Customer Care Advisor
Urban Barn
04.2023 - Current
- Provided guidance to representatives in handling cases, particularly in ambiguous situations
- Conducted double checks on orders in SAP before processing payments or returns
- Mentored team members for skill development
- Managed escalated customer cases efficiently.
Customer Service Representative
Urban Barn
01.2023 - Current
- Created cases and followed up with customers using Salesforce Service Cloud
- Delivered fast and friendly service to handle questions and service complaints
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Sr. Advisor, Technical Support
Concentrix
08.2020 - 10.2022
- Provided troubleshooting guidance and resources to Tier 1 advisors to resolve customer issues
- Took ownership of complex customer issues, working with customers and escalating to the engineering team
- Collected logs and diagnostic reports for escalated issues, communicating with the engineering team to find root causes
- Initiated reporting of emerging issues to the engineering team
- Reported complaints/compliments from customers to top-level management
- Worked at a supervisor/manager level to resolve customer complaints.
Education
Post Graduate Certificate - Business Management
Lambton College
Sarnia, ON04.2020
Bachelors - Commerce
Calicut University
Kerala, India04.2014
Skills
- Programming Languages: Apex, JavaScript, HTML, CSS
- Salesforce Administration: User Management, Profile and Permission Set Configuration, Workflow Rules, Process Builder, Approval Processes, Data Validation Rules
- Database Management: SOQL, SOSL
- Tools: Salesforce Developer Console, Data Loader, Workbench, Salesforce Lightning Experience, Visual Studio Code, GitHub
- Salesforce Technologies: Lightning Components, Visualforce, Apex Triggers, Salesforce Lightning Framework, Lightning Web Components, Aura Framework
- Integration: Salesforce REST/SOAP APIs
Certification
- Salesforce Certified Administrator (ADM 201)
- Salesforce Certified Platform Developer I (ADM 211)
- Salesforce Admin Certification Course - Udemy
- Salesforce Development Training Certification Course - Udemy
- Salesforce Lightning Web Component Certification Course- Udemy
Trailhead Achievements
- Completed 12 Trailhead badges covering various aspects of Salesforce development, administration, and integration.
- Accumulated a total of 15,925 points on Trailhead, reflecting a dedication to ongoing learning and mastery of Salesforce technologies.
Timeline
Customer Care Supervisor
Urban Barn
11.2023 - Current
Customer Care Advisor
Urban Barn
04.2023 - Current
Customer Service Representative
Urban Barn
01.2023 - Current
Sr. Advisor, Technical Support
Concentrix
08.2020 - 10.2022
Post Graduate Certificate - Business Management
Lambton College
Bachelors - Commerce
Calicut University
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